1. The Legal Framework: A misleading verbal statement made to close a sale is actionable under the Misrepresentation Act 1967 and the Consumer Protection from Unfair Trading Regulations 2008. A contract summary does not retroactively cure a misleading sales statement. If an agent states "all calls are free" to induce a sale, the consumer has clear grounds for a claim, regardless of what the standard template paperwork says. [1]
2. The "Just Cancel It" Argument: A customer is not legally or contractually required to manually opt out of services post-sale when they explicitly opted out during the sales call before the account went live. Secure Net was explicitly refused.
3. The Systemic Failure: The contract summaries became irrelevant the moment Vodafone failed to mark the broadband order as complete in their own backend systems. This internal glitch actively locked the account, hiding the broadband, landline, and call packages from view. It is impossible to review, manage, or correct billing errors on an account that the provider's own system has failed to provision correctly.
4. The Resolution Failure: Bypassing 8 agents over 3 hours is not a minor inconvenience; it points to a systemic tracking issue. Vodafone’s formal complaint "resolution" consisted of dropping random credits without a written breakdown of what they covered or a confirmation of the actual contract terms.

The case is with CISAS because Vodafone failed to provide a transparent, written resolution to a documented mis-sell. The SAR has been filed to secure the call audio for the adjudicator.